Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Tennille Mather

Red Deer

Summary

Results-driven and dedicated professional with over 10 years of progressive experience in collections, customer service, and leadership roles across financial services and operations. Recognized for fostering high-performing teams, ensuring compliance, resolving escalations effectively, and driving process improvements. Committed to continuous professional development and contributing meaningfully to organizational success.

Overview

27
27
years of professional experience

Work History

Working Team Lead, Collections

Pyxis Customer Solutions
08.2024 - Current
  • Lead day-to-day operations within the collections department while ensuring team effectiveness, compliance, and customer satisfaction in a remote environment.
  • Supported the Supervisor in operational planning and team oversight.
  • Led dialer campaigns to minimize delinquency and secure payment arrangements.
  • Reviewed accounts to assess resolution quality and provided feedback to agents.
  • Trained and mentored new team members on policies and system navigation.
  • Maintained compliance with privacy and regulatory standards across all touchpoints.

Supervisor, Customer Service

RIFCO National Auto Finance
02.2022 - 08.2024
  • Direct a high-performing customer service team within a regulated financial services environment, with a focus on compliance, performance management, and customer retention.
  • Led performance reviews, coaching sessions, and development plans for team members.
  • Oversaw hiring, training, and disciplinary actions in line with company policy.
  • Resolved escalated customer complaints, including BBB cases, with a focus on retention.
  • Maintained adherence to dialer schedules and ensured floor coverage, including nights/weekends.
  • Facilitated team meetings to implement updates and boost morale.
  • Monitored work items for accuracy and effectiveness, providing coaching as needed.
  • Ensured strict privacy and compliance protocols were followed at all times.

Working Team Lead, Collections

RIFCO National Auto Finance
04.2019 - 02.2022
  • Supported departmental leadership by mentoring staff, reviewing account resolutions, and driving successful collection efforts.
  • Reduced delinquency through targeted dialer campaigns and negotiated payment arrangements.
  • Provided training and monthly development plans for staff.
  • Acted as a subject matter expert on collection systems and tools (SID, LiveVox, VoiceOps, XRS).
  • Reviewed accounts to ensure resolution and recommended necessary follow-ups.
  • Handled escalations and maintained service quality through compliance monitoring.

Agent, Collections Level 1 & 2

Rifco National Auto Finance
04.2017 - 04.2019
  • Focused on reducing loan losses through proactive outreach, payment negotiation, and customer communication.
  • Negotiated payment terms to resolve delinquent accounts quickly and effectively.
  • Maintained a strong performance record across all key metrics (Dials, PTP%, Call Quality).
  • Utilized skip tracing to locate borrowers and facilitate communication.
  • Escalated high-risk accounts appropriately and maintained comprehensive call notes.
  • Adapted call strategies based on account status and customer behavior.

Service / Sales / Receptionist

G&G Plumbing and Heating (2000) Ltd.
12.2014 - 08.2016
  • Scheduled plumbing appointments and coordinated fixture selections with builders.
  • Managed incoming communications and provided professional front-line customer support.
  • Prepared quotes and supported accounts receivable, including collections tasks.

Farrowing Supervisor - 1500 Sow Operation

M&GL Farms
09.1998 - 09.2000
  • Managed farrowing operations to maximize production and animal health.
  • Assessed sow productivity and made data-driven culling decisions.
  • Delegated daily responsibilities while maintaining hands-on involvement.
  • Performed animal care tasks: feeding, birthing assistance, vaccinations, and weaning.
  • Maintained detailed production records and ensured biosecurity protocols.

Education

Business Administration Diploma -

Academy of Learning Business & Career College
Red Deer, AB
04-2017

High School Diploma - undefined

Lindsay Thurber High School
01.1994

Skills

  • TECHNICAL SKILLS: Microsoft Office Suite, Salesforce, Lease Complete, XRS, ZUM Rails, Collect!, TCN, LiveVox, Defi, VoiceOps, TransUnion, Equifax, Dayforce, Microsoft Teams, KnowBe4
  • Customer Service Excellence: Proven ability to build trust, resolve issues, and retain clients
  • Leadership & Mentorship: Experienced in managing, training, and developing diverse teams
  • Compliance & Quality Assurance: Strong focus on maintaining regulatory standards and privacy

  • Communication: Skilled in handling escalations and maintaining professionalism under pressure

  • Organization & Time Management: Efficient multitasker with the ability to meet tight deadlines

  • Adaptability: Thrives in fast-paced environments with shifting priorities and responsibilities

Languages

English

Timeline

Working Team Lead, Collections

Pyxis Customer Solutions
08.2024 - Current

Supervisor, Customer Service

RIFCO National Auto Finance
02.2022 - 08.2024

Working Team Lead, Collections

RIFCO National Auto Finance
04.2019 - 02.2022

Agent, Collections Level 1 & 2

Rifco National Auto Finance
04.2017 - 04.2019

Service / Sales / Receptionist

G&G Plumbing and Heating (2000) Ltd.
12.2014 - 08.2016

Farrowing Supervisor - 1500 Sow Operation

M&GL Farms
09.1998 - 09.2000

High School Diploma - undefined

Lindsay Thurber High School

Business Administration Diploma -

Academy of Learning Business & Career College

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Tennille Mather